About Scanwell

Scanwell Health is an app that turns your smartphone into a clinical lab. By pairing traditional lab tests with computer vision technology, we make it possible to test from the safety of home and get instant results, without having to send samples back to a lab. Our technology helps healthcare organizations provide better virtual care and improves access to diagnostics in low- and middle-income countries. Most recently, we’ve partnered with global medical technology company BD to power at-home testing for COVID-19.

About the job

As a Customer Support Manager, you’ll be responsible for creating the Scanwell customer support experience. You'll also be responsible for growing the team. This is a great position for someone looking to grow with a scaling startup and looking to make an impact on the world!

Some responsibilities include:

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customers issues and follow problems through to resolution
  • Set a clear mission and deploy strategies focused towards that mission
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor, and develop customer support team and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry’s developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow according to priorities
  • Work with different teams (e.g. product, engineering, design) to create the best user experience

What we’re looking for

  • Proven working experience as a Customer Service Manager, Retail Manager or Assistant Manager
  • Experience in providing customer service support
  • Excellent knowledge of management methods and techniques
  • Proficiency in English
  • Working knowledge of customer service software, databases, and tools (we use Help Scout)
  • Awareness of industry’s latest technology trends and applications
  • Ability to think strategically and to lead
  • Strong client-facing and communication skills
  • Advanced troubleshooting and multi-tasking skills
  • Customer service orientation
  • Passion about building great experiences and being empathetic with our users
  • Experience working with different teams across the company

Bonus points for

  • Previous startup experience
  • Experience in healthcare, medical devices, or related industries
  • Fluent in Spanish

Scanwell Health is committed to having a workforce that is reflective of the diversity within the United States. As an equal opportunity employer, we encourage applications from candidates from underrepresented communities, Indigenous persons, persons with disabilities, persons of diverse sexual orientation and gender identity, and all those who can provide different perspectives and contribute to the diversification of Scanwell Health.

Benefits

  • Hybrid work setup
  • Medical, dental, and vision insurance
  • HSA with match
  • 401k with 4% company match
  • Generous paid time off policy
  • Charitable donation matching
  • Stipend for home office setup and food delivery